VTech VSP735 User Guide - #1 Rated Business Phone System ......The IP Address of the phone displays on the screen. 4. Document the IP Address for future reference. ... connection to

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nextiva.com/support

VTech VSP735 User Guide

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© Nextiva, All Rights Reserved

Contents Installation ................................................................................................................................................ 2

Desk Setup ....................................................................................................................................................... 2 Wall Mounting ................................................................................................................................................. 4

Location of Controls .................................................................................................................................. 5 Front Panel Features ....................................................................................................................................... 5 Dial Pad and Audio Keys .................................................................................................................................. 6

Provisioning Steps ..................................................................................................................................... 7 NextOS 3.0 Portal ............................................................................................................................................ 7 Network Configuration .................................................................................................................................... 8 Checking the Firmware ................................................................................................................................... 9 Configuring the Provisioning Server ............................................................................................................... 9 Enabling the Web Configuration Utility ........................................................................................................ 11

Additional Setup Options ......................................................................................................................... 12 Correcting the Time ....................................................................................................................................... 12 Line Mirroring ................................................................................................................................................ 12 Busy Lamp Field (BLF) .................................................................................................................................... 12 Directories ...................................................................................................................................................... 12 Speed Dials ..................................................................................................................................................... 12 Automatic Call Distribution (ACD) States ..................................................................................................... 14

Basic Phone Usage .................................................................................................................................. 15 Making a Call .................................................................................................................................................. 15 Making a Second Call ..................................................................................................................................... 15 Accepting a Call .............................................................................................................................................. 15 Accepting a Second Call ................................................................................................................................. 16 Terminating a Call .......................................................................................................................................... 16 Transferring a Call .......................................................................................................................................... 16 Conferencing .................................................................................................................................................. 17 Checking Voicemail ........................................................................................................................................ 17 Do Not Disturb ............................................................................................................................................... 18

Changing ACD States ............................................................................................................................... 19 Signing In ........................................................................................................................................................ 19 Going Unavailable .......................................................................................................................................... 19 Going Available .............................................................................................................................................. 19 Accepting a Call .............................................................................................................................................. 19 Disposition Codes .......................................................................................................................................... 20 Wrap-Up ......................................................................................................................................................... 20 Signing Out ..................................................................................................................................................... 20

Factory Reset .......................................................................................................................................... 21 Through the Phone’s Menu .......................................................................................................................... 21 Through the WebUI ....................................................................................................................................... 21

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Installation Desk Setup NOTE: If you place the display face down when you attach the stand, be sure to place a soft cloth under the display to avoid any damage to the phone.

1. Place the deskset base on the desk, and lift the kickstand out of its holder, flip it back to rest at its maximum angle.

Figure 1-1: Flip out the Kickstand

2. Snap the stand onto the two snap points on the deskset base. 3. Connect the handset cord from the handset to the handset jack on the left side of the phone.

Secure the cord to the phone by routing it through the slot and underneath the tab. 4. Lift the deskset base to the desired angle. There are three pairs of grooves designed to hold the

phone at different angles for optimum visibility. 5. Snap the kickstand into the desired grooves until it locks in place (Figure 1-2).

Figure 1-2: Secure the Kickstand

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6. Connect the Ethernet cable from your network router or switch to the Network port on the back of the phone.

NOTE: The Network port is marked by on the back of the phone.

7. If the phone is not being connected to a Power over Ethernet (PoE)-capable switch, connect the supplied power adapter from the back of the phone to an electrical outlet.

8. If there is a computer near the phone, but no extra Ethernet wall jacks, connect a computer to the PC port on the back of the phone using a second Ethernet cable.

NOTE: The PC port is marked by on the back of the phone.

When finished, the phone should be connected like the figure below (Figure 1-3).

Figure 1-3: Network Connections

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Wall Mounting NOTE: Make sure that the wall that the phone will be attached to is strong enough to support the phone. If not, it is necessary for the wall to be reinforced. If you place the display face down when you attach the stand, be sure to place a soft cloth under the display to avoid any damage to the phone.

1. Prepare the wall-mount screws. The phone will fit onto wall-mount screws with centers 3 ¼ inches (8.2 cm) or 4 inches (10.2 cm) apart.

NOTE: Most standard wall plates have screw centers 3 ¼ inches (8.2 cm) apart.

2. Go off-hook. 3. Use a screwdriver or coin to rotate the handset tab 180 degrees. The protruding edge of the tab

holds the corded handset when the phone is mounted on the wall (Figure 1-4).

Figure 1-4: Rotate the Handset Tab

4. Connect the network cable(s) and, if required, the power adapter. 5. Place the phone base over the mounting screws, aligning the upper wall mounting hole on the

back of the phone with the upper mounting screw, and the lower wall mounting hole on the phone with the lower mounting screw (Figure 1-5).

6. Slide the phone base down over the mounting screws. 7. Bundle the network cable(s) and power adapter cord (if using the power adapter) neatly with

twist ties or Velcro straps.

Figure 1-5: Mount the Phone

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Location of Controls Front Panel Features

Figure 2-1: Device Map

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Figure 2-2: Navigation Menu

Dial Pad and Audio Keys

Figure 2-3: Dialpad Map

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Provisioning Steps NextOS 3.0 Portal Assigning the MAC Address to a User

1. For Administrators, log in to the NextOS 3.0 portal by visiting www.nextiva.com and clicking on the customer Login found at the top right.

2. Log in to the NextOS 3.0 portal with your login credentials. 3. Click Manage in the Users tile. 4. Hover your cursor over the user you want to assign the phone to, and click the pencil icon that

appears to the right. 5. Click the Device section. 6. Select Add Device. 7. Select Nextiva VTech VSP735 from the Add Device drop-down list. 8. Enter the MAC address of the phone in the MAC Address text box. 9. Click Generate under the Authentication Name text box. 10. Select the Change Password checkbox, and then click Generate under the Change Password

text box (Figure 3-1).

Figure 3-1: Assign the device to a User

11. Click Save & Continue.

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Network Configuration Configuring a Static IP Address Before you can configure a static IP Address, you must disable DHCP in the Admin settings.

Disabling DHCP:

1. Press the MENU button. 2. Scroll down and select Admin settings.

NOTE: To select a menu option, press the SELECT button.

3. Press the 123 softkey to switch to letters, and then enter admin as the password. 4. Press the Enter softkey. 5. Select Network setting. 6. Select DHCP. 7. Press the right navigation button to change the DHCP status to Disabled. 8. Press the Save softkey.

After disabling DHCP, the home screen will display “Line(s) unregistered”, and programmable key 1 will blink orange until either the phone is configured with a static IP or DHCP is re-enabled.

Configuring a Static IP Address:

1. Press the MENU button. 2. Scroll down and select Admin settings. 3. Press the 123 softkey to switch to letters, and then enter admin as the password. 4. Press the Enter softkey. 5. Select Network setting. 6. Select Set static IP. 7. Using the dial pad, enter the desired static IP Address for the phone.

NOTE: To enter a period between the octets in the IP Address, press the Add dot softkey.

8. Press the down navigation key to highlight the Subnet mask field, and then enter the subnet mask for the network your phones will be on. If you do not know this information, please contact your network administrator.

9. Press the down navigation key to highlight the Gateway field, and then enter the default gateway IP Address for the network your phones will be on. If you do not know this information, please contact your network administrator.

10. Press the Save softkey.

After the static IP Address has been configured, you need to configure the primary and secondary DNS servers.

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Configuring the DNS Servers:

1. Press the MENU button. 2. Scroll down and select Admin settings. 3. Press the 123 softkey to switch to letters, and then enter admin as the password. 4. Press the Enter softkey. 5. Select Network setting. 6. Select Others. 7. Enter the IP Address of the primary DNS server in the DNS 1 field; 8.8.4.4 is recommended.

NOTE: To enter a period between the octets in the IP Address, press the Add dot softkey.

8. Press the down navigation key to highlight the DNS 2 field, and then enter the IP Address of the secondary DNS server; 8.8.8.8 is recommended.

9. Press the Save softkey.

Enabling DHCP If the phone displays an incorrect time and date (00:00 and 01/01/14), that may be caused by the phone being configured with an incorrect static IP Address. Below are the steps to enable DHCP on the phone:

1. Press the MENU button. 2. Scroll down and select Admin settings. 3. Press the 123 softkey to switch to letters, and then enter admin as the password. 4. Press the Enter softkey. 5. Select Network setting. 6. Select DHCP. 7. Press the right navigation button to change the DHCP status to Enabled. 8. Press the Save softkey. 9. Reboot the phone by disconnecting the power supply from the back of the phone, and then

reconnecting it.

Checking the Firmware The steps needed to upgrade the firmware are the same as the steps to provision the phone. There is no separate firmware URL.

Configuring the Provisioning Server If you purchased the device from a third party, or if you had previously provisioned this device, you need to factory reset it before it will accept the new settings in the configuration file. See the Factory Reset section for instructions.

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Finding the IP Address Before you can enter the provisioning URL through the WebUI, you must know the IP Address of the phone.

1. Press the MENU button. 2. Scroll down and select Status. 3. Select Network. The IP Address of the phone displays on the screen. 4. Document the IP Address for future reference.

Entering the Server URL Once you have the IP Address, you can access the WebUI from any computer on the same subnet as the phone. From there, follow the steps below to provision the phone:

1. Open a web browser on your computer, and navigate to the IP Address of the phone. You are prompted to log in.

2. Log in with admin for the username and admin for the password. The System Status screen displays.

TROUBLESHOOTING: If the phone does not accept admin as the password, the password prompt appears again. At that point you will need to perform a factory reset (see the Factory Reset section for instructions).

3. Click SERVICING at the top-left. 4. Click Provisioning on the far-left side of the screen (Figure 3-2).

Figure 3-2: VTech Web Interface

5. Remove the contents of the Server URL text box, and then enter http://dm.nextiva.com:80/dms/Nextiva_Service_Provider/VTech_VSP735/.

6. Scroll down, and then click Save.

http://dm.nextiva.com/dms/Nextiva_Service_Provider/VTech_VSP725/

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After the server URL has been entered, you need to reboot the phone.

Rebooting the Phone 1. While still logged in to the phone on your web browser and on the Provisioning screen, click

Reboot on the far-left side of the screen. 2. Click the blue Reboot button in the middle of the screen. The phone reboots, provisions, and

registers to Nextiva’s network.

NOTE: If your network is configured to associate phones to a specific VLAN, you will lose your connection to the phone after the provisioning process is complete.

TROUBLESHOOTING: If the phone displays “Firmware update failed” during boot up, and “Line(s) unregistered” after the reboot, check that the server URL has been entered correctly. If the server URL is correct, reset the authentication password in the NextOS 3.0 portal to ensure there are no special characters.

Enabling the WebUI The WebUI is enabled by default.

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Additional Setup Options Correcting the Time If the VTech VSP735 does not display the correct time, first check that the time zone in the NextOS 3.0 portal is correct for the user the phone is assigned to before proceeding.

VTech VSP735 cannot have its time changed on the local phone. Please call Nextiva Support to ensure your phone’s configuration file reflects the proper time zone.

Line Mirroring By default, all programmable keys except for the first programmable key are not in use. It is not possible to configure line mirroring through the phone’s menu. Please call Nextiva Support if you would like to set up line mirroring and have all inbound calls after the first one automatically roll over to the next available line.

Busy Lamp Field (BLF) Busy Lamp Field (BLF) is a service that allows a user to see/monitor (from their phone) whether another user is on the phone or not. This feature is commonly used by administrative assistants for ease of call transfer, and by call center managers to assist in monitoring their employees. If you would like to set up BLF on your phone, please contact Nextiva Support.

Directories Remote Directories are not supported on the VTech VSP735.

Speed Dials Using Feature Access Codes

1. Go off-hook.

NOTE: In this guide off-hook is used to describe when a phone is in use, or has a dial tone before a call is made. On-hook describes when a phone is idle.

2. Dial *75 on the dial pad. 3. Press the Dial softkey. 4. After the beeps, enter the two-digit number you want to use for the speed dial, and then the

phone number, followed by #. You hear a message saying “Speed Dial 100 programming succeeded, thank you.”

EXAMPLE: To set up 05 as a speed dial to 4805551234, enter 054805551234#.

5. Go on-hook.

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Using Softkeys If you would like to turn a programmable key into a speed dial for a commonly called number, please contact Nextiva Support.

From the NextOS 3.0 Portal 1. For Administrators, log in to the NextOS 3.0 portal by visiting www.nextiva.com and clicking on

the customer Login found at the top right. 2. Log in to the NextOS 3.0 portal with your login credentials. 3. From the main dashboard, click Manage in the Users tile. 4. Hover your cursor over the user you want to set up speed dials for, and click the pencil icon to

the right. 5. Scroll down and select the Routing section. 6. Click the pencil icon to the right of Speed dial. 7. Click the plus sign at the bottom-right (Figure 4-1).

Figure 4-1: Add Speed Dial

8. Select the speed dial number from the Option drop-down list (Figure 4-2).

Figure 4-2: Select Speed Dial Number

http://www.nextiva.com/

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9. Enter a descriptive name for the speed dial in the Name text box, and then enter the phone number or extension in the Phone Number text box. Please note that special characters or spaces are not supported for the speed dial descriptive name (Figure 4-3).

Figure 4-3: Configure Speed Dial

10. Click the green Save button at the bottom-right of the Speed dial menu. A pop-up message appears stating that the speed dial 100 settings have been saved successfully.

To use speed dials, go off-hook with your phone. Enter #, followed by the speed dial number (ex. #02) to connect to the assigned phone number. If the speed dial number is lower than 10, you must enter the 0 preceding the number to create a two-digit number. If you are using a softphone, dial #, followed by the speed dial number, and then press the dial button.

Automatic Call Distribution (ACD) States The VTech VSP735 supports phone integration with Nextiva Call Center Pro and Nextiva Call Center Enterprise’s ACD states, allowing agents to go available and sign out of a call center from their phone’s interface. To set up this feature, please contact Nextiva Support.

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Basic Phone Usage Making a Call

1. Go off-hook. 2. Dial the 10-digit phone number of the party you want to call, and then press the Dial softkey. 3. When finished speaking, go on-hook.

Making a Second Call Without Line Mirroring

1. While on a call, press FLASH to put the current party on hold. You hear a dial tone. 2. Dial the extension or 10-digit phone number of the party you want to call, and then press the

Dial softkey.

NOTE: After you are connected, you can switch between the two calls by pressing the FLASH button. The FLASH key will not function if you are managing three or more calls.

3. When finished speaking, press the End softkey. The other call is still on hold. 4. Press the Resume softkey to return to the other call.

With Line Mirroring 1. While on a call, press the second programmable key on the right side of the phone. The original

call is placed on hold, and you hear a dial tone. 2. Dial the extension or 10-digit phone number of the party you want to call, and then press the

Dial softkey.

NOTE: After you are connected, you can switch between the two calls by pressing the first and second programmable keys on the right side of the phone.

3. When finished speaking to the second party, press the End softkey. The other call is still on hold. 4. Press the Resume softkey to return to the other call.

Accepting a Call 1. While the phone is ringing, go off-hook, or press the SPEAKER or HEADSET button.

NOTE: You can press the Answer softkey at the bottom of the screen to answer the call using the speakerphone.

2. When finished speaking to the caller, go on-hook, press the SPEAKER or HEADSET button, or press the End softkey to disconnect the call.

Using a Headset You can accept calls using the headset by pressing the HEADSET button. If you’d like the Answer softkey to default to your headset, please contact Nextiva Support.

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Accepting a Second Call Without Line Mirroring

1. When you see the prompt on the screen that you have another incoming call, press the FLASH button at the bottom of the phone. The original call is placed on hold, and you are speaking to the second party.

NOTE: After you are connected, you can switch between the two calls by pressing the FLASH button. The FLASH button will not function if you are managing three or more calls.

2. When finished speaking, press the End softkey. The other call is still on hold. 3. Press the Resume softkey to return to the other call.

With Line Mirroring 1. When you see the prompt on the screen that you have another incoming call, press the Answer

softkey at the bottom of the screen. The original call is placed on hold, and you are speaking to the second party.

NOTE: After you are connected, you can switch between the two calls by pressing the first and second programmable keys on the right side of the phone.

2. When finished speaking to the second party, press the End softkey. The other call is still on hold. 3. Press the Resume softkey to return to the other call.

Terminating a Call While on a call, press the End softkey at the bottom of the screen. This will disconnect the call regardless of whether you are using the handset, the speakerphone, or a headset.

Transferring a Call Warm Transferring

1. While on a call, press the TRANSFER button. The party you were speaking to is placed on hold, and you hear a dial tone.

2. Dial the extension or 10-digit phone number of the party you want to transfer the call to, and then press the Dial softkey. Wait for the party to answer.

NOTE: To cancel the transfer, press the Cancel softkey, and then press the Resume softkey to return to the original party.

3. When the party is ready to accept the transfer, press the TRANSFER button. The party on hold is transferred to the second party you dialed, and you are no longer connected to either party.

Blind Transferring 1. While on a call, press the Transfer softkey. The party you were speaking to is placed on hold,

and you hear a dial tone.

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2. Press the Blind softkey. 3. Dial the extension or 10-digit phone number of the party you want to transfer the call to, and

then press the Transf softkey. The party that was on hold is transferred to the second party you dialed, and you are no longer connected to either party.

NOTE: To cancel the transfer, press the Cancel softkey, and then press the Resume softkey to return to the original party.

Conferencing 1. While on a call, press the CONFERENCE button. The party you were speaking to is placed on

hold, and you hear a dial tone. 2. Dial the extension or 10-digit phone number of the party you want to conference in, and then

press the Dial softkey.

NOTE: To cancel the conference call, press the Cancel softkey, and then press the Resume softkey to return to the original party.

3. When ready to bring the original party back in, press the CONFERENCE button again. The party that was on hold is conferenced in, and you are speaking to both parties.

NOTE: To split a conference call into separate calls, press the Split softkey. After you do so, both parties are placed on hold. Press the Resume softkey to resume the call with the party displaying on the screen, or press the up navigation key to switch to the other party, and then press the Resume softkey to resume that call.

4. Alternatively, press the Bridge softkey to leave the conference call but keep both parties connected to each other.

Checking Voicemail When a new voicemail is received, the MESSAGE WAITING indicator light on the upper-right of the phone turns orange, and the screen displays “New Message(s)”. You can use the MESSAGE button to check your voicemail.

Checking Your Messages Using the Programmable Keys If desired, you can also access your voicemail by dialing *62, *86, or by dialing extension 9999.

1. Press the programmable key corresponding to the messages feature. 2. Press the SELECT button to check the messages for LINE 1, or scroll to select a different line, and

then press the SELECT button. The phone dials out to the corresponding voice mailbox.

NOTE: By default, the call is made using the speakerphone. To switch to using the handset, go off-hook.

3. Enter your password when prompted. The default password is 0000#.

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4. If this is your first time checking your voicemail, follow the prompts to change your password and record your name.

5. Press 1 to access your voice mailbox. 6. Press 1 to listen to your messages. 7. When finished listening to your messages, press the End softkey to terminate the call, or

proceed to the instructions below to set up a custom No Answer greeting.

Recording a Custom No Answer Greeting To set up a custom No Answer greeting, which is the default greeting that plays if you do not answer your phone after 3 rings, follow the instructions below:

1. Press the programmable key corresponding to the messages feature. 2. Press the SELECT button to check the messages for LINE 1, or scroll to select a different line, and

then press the SELECT button. The phone dials out to the corresponding voice mailbox.

NOTE: By default, the call is made using the speakerphone. To switch to using the handset, go off-hook.

3. Enter your password when prompted. 4. Press 1 to access your voice mailbox. 5. Press 3 to record a No Answer greeting. 6. Press 1 to record a new No Answer greeting, and press # when you are done speaking.

When finished recording your custom No Answer greeting, press the End softkey to disconnect the call.

Do Not Disturb You can enable and disable DND by using the DND button towards the bottom-right of the phone.

Using Feature Access Codes 1. Go off-hook, or press the SPEAKER or HEADSET button. 2. Dial *78, and then press the Dial softkey. You hear a message saying “Your Do Not Disturb

service has been activated successfully,” and then the call is disconnected. A busy symbol appears in the upper-right corner of the screen.

3. While DND is on and you see the busy symbol in the upper-right corner of the screen, dial *79. You will hear a message saying “Your Do Not Disturb service has been deactivated successfully,” and then the call is disconnected.

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Changing ACD States In order for a call center agent to change their ACD state from the VTech VSP735, ACD functionality needs to be enabled on the phone by Nextiva Support.

Signing In Changing your ACD state to Sign In does not result in calls from the queue being routed to your phone. To achieve this, you must change your ACD state to Available.

1. Press the programmable key corresponding to the ACD feature (see the Automatic Call Distribution (ACD) section for instructions). The ACD State menu appears on the screen.

2. Scroll up until Sign In is highlighted. 3. Press SELECT to sign in. The programmable key corresponding to the ACD feature turns solid

orange.

Going Unavailable Changing your ACD state to Unavailable (going unavailable) is typically done when you’re away from your desk. This can be done after the last active call has ended or while on a call.


2. Scroll down until Unavailable is highlighted. 3. Press SELECT. 4. Enter a two-digit reason code for going unavailable, and then press the Done softkey. The

programmable key corresponding to the ACD feature flashes green.

NOTE: If you have not been provided any two-digit reason codes by the administrator for your Nextiva account, leave this field blank.

Going Available When returning to your desk, you need to change your ACD state to Available (go available) again.


2. Scroll up until Available is highlighted. 3. Press SELECT. The programmable key corresponding to the ACD feature turns solid green, and

any calls in queue could potentially route to your phone.

Accepting a Call The steps to answer a call are the same for answering calls that do not come in through a queue.

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Disposition Codes This phone does not support the use of disposition codes.

Wrap-Up Wrap-Up refers to the time after a call ends, but before another call is routed to your phone. This is an optional state that can be enabled or not enabled for your call center. If the administrator for your Nextiva account has enabled Wrap-Up on the call center, immediately after the last active call ends on your phone, your Agent State will be changed to Wrap-Up.

The programmable key corresponding to the ACD feature flashes green while you are in the Wrap-Up state.

Signing Out 1. Press the programmable key corresponding to the ACD feature (see the Automatic Call

Distribution (ACD) section for instructions). The ACD State menu appears on the screen. 2. Scroll down until Sign Out is highlighted. 3. Press SELECT. The programmable key corresponding to the ACD feature flashes orange.

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Factory Reset Through the Phone’s Menu

1. Press the MENU button. 2. Scroll down and select Admin settings.


3. Press the 123 softkey to switch to letters, and then enter admin as the password. 4. Press the Enter softkey. 5. Select Reset to default. 6. Press the Yes softkey to confirm you want to factory reset the phone.

Through the WebUI Finding the IP Address Before you can factory reset the phone through the WebUI, you must know the IP Address of the phone.

1. Press the MENU button. 2. Scroll down and select Status.


3. Select Network. The IP Address of the phone displays on the screen. 4. Document the IP Address.

Performing the Factory Reset Once you have the IP Address, you can access the WebUI from any computer on the same network as the phone. From there, you can perform the factory reset.

1. Navigate to the phone’s IP Address using your web browser. 2. Log in with admin for the username and admin for the password. The System Status screen

displays. 3. Click SERVICING at the top-left. 4. Click Provisioning on the far-left side of the screen. 5. Scroll down, and then click Reset at the bottom of the screen. 6. Click OK when the pop-up message appears asking if you want to reset the phone to default. 7. Click Save.

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VTech VSP735 User Guide - #1 Rated Business Phone System ......The IP Address of the phone displays on the screen. 4. Document the IP Address for future reference. ... connection to